WIC Information Response Group Manager

The Texas WIC Program seeks highly qualified and motivated candidates to fill the Manager IV position within the Information Response Management Group (IRM).

Performs highly complex (senior-level) managerial work administering the daily operations and activities of the WIC Program Information Response Management Group (IRM). Serves as the subject matter expert for the IRM group regarding eligibility for the WIC Program and WIC policy interpretation. This position interacts regularly with WIC Local Agency directors, WIC clinic staff, and the general public through various communication methods.

Works under minimal supervision with moderate latitude for the use of initiative and independent judgment. Essential Job Functions:

(40%) Manages the day-to-day activities of staff within the Information Response Management Group (IRM). Supervises staff, including the hiring and selection of new staff, assigning work, completing performance evaluations, recommends employee disciplinary actions, and approves leave requests. Provides effective supervision, guidance, coaching, and development to direct reports.

Establishes goals and objectives, priorities and standards for achieving goals; develops and approves schedules. Serves as the subject matter expert for the IRM group regarding eligibility for the WIC Program and WIC policy interpretation. This position interacts regularly with WIC Local Agency directors, WIC clinic staff, and the general public providing technical expertise and guidance.

(30%) Oversees the development and implementation of trainings related to WIC eligibility. Responsible for the technical expertise and guidance provided by the IRM Group related to WIC Program eligibility, Civil Rights, customer service complaints, WIC client portal and other public facing technologies.

Consults with direct supervisor and Leadership to develop strategic plans and long and short-term goals. Reviews and approves documents and reports created by the IRM group to ensure the content is consistent, professional, and appropriate. Oversees the coordination of intake and closure of vendor complaints in collaboration with the Vendor Management & Operations Unit.

(15%) Responsible for the review and resolution of dual participation files between Border States to ensure compliance with Federal Regulations; to include electronic files from Texas, Arkansas, Louisiana, Oklahoma and New Mexico to ensure WIC participants who transfer do not receive WIC benefits from two states and that each State performs the appropriate action on the files to comply with Federal Regulations. Oversees the review and approval of 64 Annual Plan of Operations submitted by WIC contractors to ensure total and extended hours are offered for timely WIC services.

(10%) Identifies areas of needed change and makes recommendations to improve operations. Plans and implements standards for Quality Assurance of recorded calls for the IRM group.

Works closely with program staff and telecommunications to ensure calls received from WIC program participants and local agency staff are routed and responded to in a timely manner. Develops and implements Standard Operating Procedures for the job functions of the IRM group. Represents the WIC program at Fair hearings.

Serves as a backup for the Clinic Services Branch Manager and represents Branch Manager at meetings when necessary. Serves as backup for calls received through the 1-800-WIC-FORU line and the IRM main line.

(5%) Other duties as assigned include but are not limited to actively participating in and/or serving in a support role to meet the agency's obligation for disaster response and/or recovery activities or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment or location. Knowledge Skills Abilities:

Knowledge of WIC Program policies.

Knowledge of WIC Federal Regulations.

Skill in using a computer and software such as Word, Excel, Outlook.

Skill in problem solving and independent decision-making.

Skill in developing and evaluating policies and procedures.

Skill in interpersonal relationships, including the ability to work with people under pressure, negotiate among multiple parties, resolve conflicts, and establish and maintain effective working relationships.

Skill in communicating effectively orally and in writing

Ability to prepare reports with consistent and professional content.

Ability to prioritize time and manage multiple project deadlines.

Ability to represent the department as a subject matter expert.

Ability to plan, assign and supervise the work of others. Registration or Licensure Requirements:

None Initial Selection Criteria:

Graduation from an accredited four-year college or university.

At least 3 years of supervisory experience managing the performance and activities of a team.

At least 2 years of experience conducting training (computer based, in person).

At least 1 year of experience responding to customer service complaints.

Experience in reviewing and revising policies and procedures.

WIC State or WIC clinic operations experience preferred.

Additional Information:

To be considered for an interview, applicants must clearly match all initial criteria in the EMPLOYMENT HISTORY, SUMMARY OF EXPERIENCE SECTIONS of the application. RESUMES WILL NOT BE CONSIDERED.

The salary on this job posting reflects the minimum and maximum allowed, however, budget considerations often result in salary offers near the MINIMUM of the posted range. Internal applicants are encouraged to check the HR manual for changes to their current salary.

All applicants chosen to participate in the virtual "face-to-face" interview process will be required to complete an on-camera skills assessment to demonstrate proficiencies associated with this role. All applicants participating in the virtual "face-to-face" interview must also have access to a computer, the internet, Microsoft Teams, and Microsoft Word.

More than one virtual "face-to-face" interview may be required. Only applicants selected for an interview will be notified of the final selection. At the time of posting, this position is working from home and may have the option to continue in a work-from-home or hybrid setting.

Some in-person meetings may be required. The person selected for this position must have internet access to work from home. MOS Code:

no military equivalent.

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

I-9 Form - Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

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